The Right Channel for Every Question
uswaterbillguide.org/ is an editorial directory. We cannot pay your bill, access your account, restore service, or do anything utility-side. This page sets out exactly what we can help with, what we cannot, and where to send each kind of question.
Life-threatening emergency: dial 911.
Water main break, no water service, sewer back-up, flooding from a city main: call your water utility’s 24/7 emergency line (printed on your bill).
Suspected ingestion of a contaminant: call Poison Control at 1-800-222-1222 (24/7, free, confidential).
Suspected water quality problem: call your water utility AND your state drinking water primacy agency.
What We Can Help With
- Corrections to any utility URL, phone number, billing portal URL, address, regulator attribution, rate schedule reference, or walkthrough step on the site
- Reports of broken billing-portal URLs — top-priority correction queue
- Reports of customer service phone numbers that no longer answer or route correctly
- Notification of billing-portal vendor migrations (Tyler MUNIS, Cayenta, Paymentus, InvoiceCloud, Harris ERP, CIS Infinity, etc.)
- State privacy-rights requests under CCPA / VCDPA / CPA / CTDPA / UCPA / TDPSA / OCDPA / DPDPA / TIPA / NHPA / NJDPA / MTCDPA / ICDPA and other state laws
- Cookie preferences and consent questions
- Accessibility issues and reports of barriers using assistive technology
- DMCA copyright takedown notices under 17 U.S.C. § 512
- Press inquiries about the site, methodology, or editorial decisions
- Editorial questions about specific utility entries, methodology, or sourcing
- Notification of utility rate ordinance changes, autopay procedure changes, or LCRR service line inventory deployments
What We Cannot Help With
- Paying your water bill — use your utility’s payment portal, mail a check, or call the utility’s payment line
- Accessing your account — your account number is on your bill, and account access is via the utility’s portal or phone line
- Restoring shut-off service — call your utility customer service line
- Setting up autopay — through your utility’s portal
- Filing an FCC robocall complaint, FTC consumer complaint, or CFPB complaint — those go to the respective agencies
- FCRA-related disputes about a consumer report — those go to the Consumer Reporting Agency that issued the report, with possible escalation to the CFPB
- Tenant screening — we are not a Consumer Reporting Agency
- Utility-deposit decisions — we are not a Consumer Reporting Agency
- Legal advice on water-bill disputes — consult an attorney licensed in your state
- Adding paid placement, “preferred listings,” or sponsored utility entries — we do not accept paid placement
Channels and Response Targets
Broken billing portal URL / out-of-date emergency phone
You clicked a link on our site to a utility billing portal and it did not work, or the emergency phone number shown on our site does not answer or routes incorrectly. Top-priority correction queue.
Email: info@uswaterbillguide.org
Subject: “Broken billing portal” or “Phone routing error”
Include: page URL + utility name + the issue
General correction
Wrong office hours, address change, rate ordinance change, autopay procedure change, billing-vendor migration, CCR publication URL change, or any other content error.
Email: info@uswaterbillguide.org
Subject: “Correction”
State privacy-rights request
Access, correction, deletion, portability, opt-out, or appeal under CCPA / VCDPA / CPA / CTDPA / UCPA / TDPSA / OCDPA / DPDPA / TIPA / NHPA / NJDPA / MTCDPA / ICDPA and other state laws.
Email: info@uswaterbillguide.org
Subject: “Privacy rights request”
Include: the right you are exercising + your state of residence
Accessibility
A page or feature is hard or impossible to use with your assistive technology, or fails WCAG 2.1 AA in a specific way.
Email: info@uswaterbillguide.org
Subject: “Accessibility issue”
Include: page URL + AT used + what went wrong
DMCA copyright notice
Copyright takedown or counter-notice under 17 U.S.C. § 512.
Email: info@uswaterbillguide.org
Subject: “DMCA notice”
Include: the six elements set out on our DMCA Policy page
Cookie settings
Change your cookie preferences or ask about specific tracking technologies on the site.
Email: info@uswaterbillguide.org
Subject: “Cookie inquiry”
Or: use the “Cookie settings” link in the footer
Press and media
Background, comment, or interview request.
Email: info@uswaterbillguide.org
Subject: “Press inquiry”
Include: outlet + deadline + topic
Editorial / methodology
Question about how a specific utility entry was researched, sourced, or verified.
Email: info@uswaterbillguide.org
Subject: “Editorial question”
Where to Send Things We Cannot Handle
| If you have… | Send it to |
|---|---|
| A life-threatening emergency | 911 |
| A water emergency (no water, main break, sewer back-up, flooding) | Your utility’s 24/7 emergency line (printed on your bill) |
| A suspected ingestion of a contaminant | Poison Control 1-800-222-1222 |
| A suspected water quality problem | Your utility AND your state drinking water primacy agency |
| A bill payment question | Your utility’s customer service line or online portal |
| An FCRA dispute about a consumer report | The Consumer Reporting Agency that issued the report; CFPB at consumerfinance.gov |
| A rate complaint about an investor-owned utility | Your state Public Utility Commission (PUC) / Public Service Commission (PSC) |
| A complaint about a municipal utility’s rates or billing | The municipal governing body (city council, county board, or PUD commission); your state Attorney General for UDAP issues |
| A complaint about SDWA compliance | Your state drinking water primacy agency (located in the state Department of Health, Environment, or Natural Resources depending on state); EPA at epa.gov/sdwa |
| A clean-water-act (wastewater) compliance concern | Your state environmental agency; EPA at epa.gov/cwa |
| A federal consumer-protection complaint | FTC at reportfraud.ftc.gov; CFPB at consumerfinance.gov |
| A state consumer-protection complaint | Your state Attorney General’s consumer protection office |
| Financial assistance for an unaffordable water bill | LIHWAP through your state grantee; your utility’s hardship program |
| A robocall complaint about utility-related scams | FCC at fcc.gov |
| An attorney recommendation | Your state bar’s Lawyer Referral Service |
| Free legal aid | Legal Services Corporation grantees; your state’s legal-aid network |
What We Need Before Email
- Page URL the issue is about (full URL from your address bar)
- Brief description of what is wrong or what you are requesting
- For broken billing-portal URLs: the utility name + the URL that did not work + what happened
- For state privacy-rights requests: which state and which right
- For accessibility issues: assistive technology + browser
- For DMCA notices: the six elements set out on our DMCA Policy page
Do not send your account number, full Social Security number, driver’s license number, bank account number, or credit-card number through email. We do not need it, we cannot use it, and we cannot pay your bill or access your account.
Postal Mail
If you must send postal mail, use the email address first to confirm the appropriate handling. We do not publish a postal address for routine correspondence to limit physical-mail abuse and to encourage faster electronic handling.
Have an Issue or Correction?
Email info@uswaterbillguide.org with a clear subject line. For emergencies, call 911, your utility’s 24/7 line, or Poison Control at 1-800-222-1222.
📧 info@uswaterbillguide.org